L1 SaaS Application Support Representative

About the role

We are seeking a customer‑focused L1 SaaS Application Support Representative to deliver first‑line assistance for our cloud‑based applications. You will work closely with users to resolve issues, manage access requests, and ensure a smooth experience with our platform.

Key responsibilities

• Respond to customer inquiries via ticketing systems, email, and phone.
• Troubleshoot SaaS application problems using documented procedures and knowledge articles.
• Handle incidents, service requests, and basic configuration changes.
• Assist users with account access, password resets, provisioning, roles, and permissions.
• Provide guidance on application features, onboarding, and general usage.
• Document troubleshooting steps and resolutions accurately.
• Escalate complex issues to L2/L3 support teams when necessary.
• Keep customers informed throughout the support process.

Required profile

• Basic understanding of SaaS applications and cloud environments.
• Familiarity with Microsoft 365, Azure or GCP, SSO, MFA, and IAM.
• Knowledge of web browsers, DNS, authentication, and user access management.
• Understanding of REST APIs and integrations is a plus.
• 0‑2 years of experience in SaaS, technical support, help desk, or customer support.

Required skills

• Microsoft 365
• Azure
• Google Cloud Platform (GCP)
• Single Sign‑On (SSO)
• Multi‑Factor Authentication (MFA)
• Identity and Access Management (IAM)
• REST APIs
• ServiceNow
• Salesforce
• Zendesk
• Jira

What we offer

• Opportunity to work with a global leader in unified commerce.
• Collaborative environment with clear career progression.
• Inclusive culture that values diversity and equal opportunity.